Complaints and TCF
As part of TCF you need to be able to show:
Effective complaint handling - key benefits
The FCA has indicated that effective complaints handling is likely to reduce the need for regulatory intervention.
Also, bear in mind that consumers who are unhappy often don’t complain, but they do often take their business elsewhere - or tell others about their bad experience. By using complaint statistics to improve standards you have a strong chance of improving customer loyalty across the board – and of gaining new ones.
Tips, tools and links
The TCF Info tips and tools below are designed to help you:
Bear in mind that TCF Info tips and tools are guides only – you’ll need to adapt them to suit the needs of your particular business.
Complaints procedures and tracking
Complaints leaflet and letter templates